Marc Yaeger

Experience

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  Insurance.com

  Apr 2004 - Dec 2006

  Help Desk Analyst

  Solely responsible for the creation, maintenance, and distribution of information related to computer systems.• Analyzed, prioritized, and resolved all help desk tickets, escalating issues to other IT groups when appropriate, completing an average of 200 help desk tickets per month.• Provided in person and remote technical support for Windows XP, Windows 2000, and Office 2003.• Provided remote support for multiple locations by utilizing VPN, Windows Remote Desktop, PCAnywhere, and Remote PC.• Logged all help ticket / support requests within help desk software.• Communicated issue status by providing consistent updates to end-users.• Built and maintained computer systems and installed and configured hardware and software for all employees, including senior management and executives.• Built and configured servers including mail servers, production servers, and web servers.• Managed printers on the network and printer hardware.• Developed and maintained internal websites.• Managed user accounts and distribution lists within Active Directory.• Implemented and maintained Asset Tracking software to monitor computer hardware inventory quarterly.• Beta tested software for other system administrators in the company.• Ran SQL queries on credit information and sent results via FTP to different credit bureaus and insurance carriers. Show less

• 

  Lubrizol

  Dec 2006 - Mar 2008

  IT Support Analyst II

  Served as senior support analyst providing superior technical support locally and remotely to end users while functioning as a project team member for technical projects and serving as an escalation point for complex technical issues spanning multiple systems and departments.• Analyzed, prioritized, and resolved all help desk tickets, including issues escalated from junior support analysts.• Worked on cross-functional teams when necessary to resolve customer issues.• Troubleshot software, including SAP, and hardware issues and resolved accordingly.• Installed and performed troubleshooting on Windows XP Pro, Windows 2000, and Office 2003 Pro.• Accurately documented processes and issue resolutions.• Worked with Active Directory to create and manage user accounts.• Provided BlackBerry support and activation through an enterprise BlackBerry server.• Used AS/400 system to manage printers and user accounts.• Provided global remote support using Remote Desktop and Microsoft Systems Management Server.• Configured remote connection RSA key fobs for end users.• Tested and provided feedback for new helpdesk software.• Handled 15-30 calls daily. • Independently worked on project initiatives from management. Show less

• 

  Dealer Tire

  May 2008 - Jun 2015

  IT Customer Support Manager

  Managing a team of help desk professionals to provide superior technical support locally and remotely to end users while functioning as a project manager for technical projects and serving as an escalation point for complex technical issues spanning multiple systems and departments.• Manage and lead a help desk team of five professionals• Ensure all help desk tickets are researched and resolved by the team while meeting SLAs• Work with business and IT management to research issues and provide appropriate technical solutions• Recommend solutions to complex problems escalated by direct reports• Manage IT projects including implementation of a new help desk system, a new HR system, and whole disk laptop encryption on 800+ devices on aggressive timelines• Manage major upgrades and installations including a sales summit that requires updating 200+ systems in under three days• Purchase, track, and manage hardware as well as licensing for all software supported by the help desk• Document and implement new IT processes and evaluate and improve current procedures• Create and utilize reports to manage help desk accountability and performance• Create, configure, and manage Active Directory accounts and groups• Work closely with the network team to resolve complex hardware and software issues• Troubleshoot and resolve complex PC and network hardware issues• Troubleshoot and resolve mobile issues including Blackberry, iPhone, and Android devices• Install and troubleshoot Windows XP and 7• Install and troubleshoot Microsoft Office 2010 and 2003 as well as Microsoft SharePoint• Support all Citrix applications locally and remotely• Support VPN for remote users Show less

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  ArcelorMittal Cleveland Inc.

  Dec 2015 - Oct 2016

  Senior IT Support Engineer

  Serve as lead for local service desk, functioning as a project manager for technical projects and serving as an escalation point for complex technical issues spanning multiple systems and departments.

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  Thompson Hine LLP

  Oct 2016 - Jul 2017

  Lead Systems Support Engineer

  Led three local and six remote resources on the service desk, serving as an escalation point for complex technical issues spanning multiple systems and departments.• Developed, managed, and mentored a help desk team of nine professionals, both in person and remotely, handling escalations, recommending solutions to complex problems, and ensuring ticket resolution met SLAs.• Managed large-scale projects including a new video-conferencing solution, from vendor selection through implementation, with a focus on the user experience.• Managed other major upgrades and installations including migration from Windows 7 to Windows 10, creating and documenting processes to be used across all locations.• Facilitated move to Microsoft SCCM, streamlining the imaging and packaging processes for all locations. Show less

• 

  ArcelorMittal

  Aug 2017 - Feb 2019

  Senior Desktop Engineer

  Serve as lead for local service desk, functioning as a project manager for technical projects and serving as an escalation point for complex technical issues spanning multiple systems and departments.• Lead the Cleveland help desk, handling escalated support issues for hardware, software, peripherals, and operating systems.• Analyze existing processes to streamline operations, creating new processes as appropriate.• Mentor and train other analysts with varying levels of experience and knowledge.• Work with business and IT teams and management to research complex business and technical issues and provide solutions.• Lead cross-functional teams for issue resolution including desktop, server, and networking issues. • Manage projects for system refreshes, software distribution, and asset management. Show less

• 

  TIMET

  Feb 2019 - Apr 2021

  Lead a team of 20 remote resources globally, serving as manager and point of escalation while working closely with the business to improve overall IT function.• Manage, develop, and train on standard operating procedures across all locations worldwide.• Serve as key resource in SOX compliance documentation and process improvement initiatives.• Develop approaches to minimize work performed locally at facilities to manage support more effectively from a central location for all sites.• Overhauled knowledgebase and organized and updated FAQ documentation.• Provide daily analytics and tracking of ticket management and key problem management.• Created audit and management processes for all site personnel to ensure both day-to-day ticket support activities and site management activities are being executed.• Manage key processes and IT controls, including asset management.• Continue to travel up to 50% of the time to corporate and plant locations, evaluating and standardizing processes and building relationships with the business to improve effectiveness of IT services.• Ensure the sites are staffed properly based on current workload. Show less Manage a team of 10, both local and remote resources, providing leadership and guidance while serving as an escalation point for complex technical issues spanning multiple systems and departments.• Build service desk from the ground up after the merger of several companies into one and the relocation of the help desk to Bedford Heights including staffing, processes, systems, and metrics.• Developed and implemented plan to reduce ticket backlog (tickets older than 30 days). Categorized and prioritized tickets, identified and communicated trends to other teams, and closed knowledge gaps to increase first call resolution. Backlog was reduced from 2,500 to 12 in under three months.• Overhauled knowledgebase and organized and updated FAQ documentation.• Adjusted team member schedules to be split between support and project work to offer career development opportunities and broaden team member skillsets.• Create meaningful metrics regarding first call resolution with a focus on quality to increase efficiency and effectiveness of service desk.• Identify areas for improvement in service desk processes with a focus on end user experience. Recent examples include the implementation of an onboarding process to ensure new hires have equipment / access on first day of employment, implementation of a workstation requisition workflow into WebHD (ticketing system), and implementation of a stock ordering and asset tracking process.• Travel up to 50% of the time to corporate and plant locations, evaluating and standardizing processes and building relationships with the business to improve effectiveness of IT services.• Assisted in the implementation of a complete VOIP system. Show less

  • Global IT Manager Field Services

    Jan 2020 - Apr 2021

  • US Service Desk Manager

    Feb 2019 - Jan 2020
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  NASA - National Aeronautics and Space Administration

  Jul 2021 - Nov 2022

  IT Supervisory Specialist
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  Jones Day

  Dec 2022 - now

  Regional TSS Manager